Lead Support Analyst

Yesterday

Apply Now

Receive Emails with Similar Jobs

Xogene

WebsiteLinkedInAll Job Openings

Clinical Trial Registration and Results Disclosure • Project Management • Tracking Technology • Management Consulting • Pharmacovigilance

51 - 200

Description

• Support Xogene’s software solutions by fielding customer reported issues. • Monitor a support request queue consisting of issues escalated from customers or internal product teams. • Perform in-depth analysis and troubleshooting to identify root causes of various issues. • Manage the queue to ensure timely acknowledgment and responses to customers. • Delegate and triage tickets as needed. • Recreate reported issues and investigate root causes. • Communicate with customers to provide timely updates. • Collaborate with other departments to understand product-related issues and suggest enhancements. • Participate in customer-facing calls to address issues. • Create and maintain support related documentation.

Requirements

• Bachelor’s degree or 4 years of equivalent experience with software/SaaS products • 4 years of experience in a customer service or software support position • Proficiency with productivity software and ability to learn new systems quickly • Strong troubleshooting and analytical thinking • Outstanding customer service skills • Exhibit strong logical and analytical problem-solving skills • Ability to multitask and prioritize is a must • Ability to adapt quickly to changing, growth-oriented environment • Proficiency with knowledge management and bug reporting tools • Excellent verbal and written communication skills • Experience with new users and a teaching-oriented support style • Experience with JIRA/Zendesk/Freshdesk a plus